BPO Firms Declare Profits

BPO firms are declaring their business results for the first quarter of this year. The news that you can find online is very encouraging. Most call centers who have announced their expenditure-profit margins have shown a profit margin higher than the ones you found a year back. It is too early to jump to conclusions because there are other quarters in this year as well! Even then, the encouraging profit margins will definitely make the answering service industry sit up and take notice. They would be more eager to make investments into newer territories because they know that the market is on the upswing, if not totally risk-free.

Anastasia Briggs, a senior management consultant attached to a premiere BPO firm, said, “We are seeing very encouraging signs as far as the call center profit margins are concerned. We see better results and further growth in the second quarter.” Answering service destinations in the third-world countries have gained steadily from the recession, when it was billed to be exactly the opposite! Because the cost of getting work done in a country like USA and UK was much more than what it was in India or the Philippines or maybe even Kenya, the influx of business outsourcing work never really stopped! The profits are testimony to that fact.

Career in Business Process Outsourcing Industry

The scope of services in a traditional business process outsourcing industry has spread its roots from providing the conventional voice based customer support. Today BPO services have gone one step ahead by managing customer database through different interface based on Web 2.0 technology like Live chat, e-mail etc.

Today BPO sector offers young graduates an opportunity to gain expertise in industry- specific services like travel, telecom, retail, insurance and technology. A fresh graduate starts the career as an agent and can move up to become a team leader to floor supervisor to professional business unit heads. They are also promoted to senior leadership position in this sector.

A call center job also helps you to get into a niche environment with lateral movements like quality, training, marketing, HR, finance etc. You can also gain a global exposure and be part of the global workforce. This can be through your job posting on a long term to different geographical locations. If you are graduate and are curious enough to know about the kind of skills required in call center then you should start looking for one. In the last three BPO sector has created huge employment opportunities.

A lot of people have misconception that working in a BPO is like doing an odd job to meet one’s pressing expenses and educational requirements. Well they do not know that it can provide some serious career opportunities and give a competitive edge to your career. In terms of career options in BPO there is no substantial difference if you are in captive process, third party outsourcing or joint venture except for the goodwill and the brand name it carries.

What’s your take on pursuing a career in BPO? Leave your comments here.

Adding BPO Benefit to Your Business

Most companies realize the advantages of business process outsourcing (BPO). With the economic crisis, these advantages have emerged to be much more apparent. For a business, it will be important to converse resources, time and energy. In such a scenario, it will be much cheaper to select outsource as many as tasks possible to the third world countries like Philippines, China and India.

Selecting to outsource to the third world destinations would help increase efficiency and productivity while cutting down the costs. Companies that outsource the business services select services to be more nimble and flexible. The outsourced services usually include a range of services that include software development, manufacturing, finance, human resources, accounting, customer service and others.

With business process outsourcing, an organization does not have to invest in the costly assets or establish expensive work structures that will be including some fixed costs. Businesses do not have to buy expensive equipment that have to be kept for several years and can even be outgrown and outdated with the rapid technological advances.

The outsourced business processes are usually ‘paid for per service’. It usually means that the company can easily adjust to the changes they require and pay exactly what need. This flexibility greatly enhances the overall resource management and even frees up more capital.
Companies using business process outsourcing services can expand without even sacrificing on its speed and agility in responding to the opportunities and changes. It can even eliminate the usual bottle necks, arising in any kind of bureaucratic operations. More so, expansion will be possible when more amount of capital frees up.

Call Center Outsourcing: Is Outsourcing Powerful?

Most businesses consider call center outsourcing as a powerful tool. As a business tool, outsourcing is used to transfer the responsibility of one or more than one functions. In the process, the company functions get transferred to a reliable and efficient source. This way, companies are allowed to put more focus on the core competencies.

Today’s BPO and call center services promote the true success of the customers. These provide value-added, innovative services and applications to enhance quality client communication, productivity. It delivers the highest level of customer support in terms of the customer satisfaction offered to different business sectors.

Call centers strive to provide clients with the latest technology to meet the outsourcing needs. Starting from live answering service to web-enabled technology and help desk solution, a call center serves a variety of purposes of transmitting and receiving vital information.

As a centralized set-up, a call center administers the product or service support. It receives and transmits large volumes of the requests by phone. Primarily operated to support customers to solve inquiries, the call centers also conduct outgoing calls for clientele to conduct product services, debt collection and so on. In addition, a call center also carries forward diverse services with ease like fax, collective handling of letters, emails, live chat and more.

The outbound call center services include specialization in lead generation services, research surveys, appointment scheduling, telemarketing, debt collection and others. On the other hand, inbound services include help desk, order taking, technical support and answering service.

Off-shoring Call Center Chat Support

Today’s offshore BPO companies include chat support as a significant addition in the midst of the other useful customer services. Modern day chat support is an evolution. It helps a business to serve its customers in a better and faster way. This system allows consumers to get ready access to the call center agents whenever required.

The live chat facilities enable BPO employees to offer immediate answers to the customer calls. All the more, efficient and faster customer support also help in bringing more businesses to the service provider. Offshore chat support can really be cost-effective in the present age of economic downturn. As a result, more business companies are selecting to outsource chat support requirements to the call centers based offshore.

With the offshore model of chat support system, customers will be offered live help in times of need. In this way, you will be able to release yourself from the mounting work pressure. Moreover, distribution of business operations offers you the expertise to perform a range of business services with convenience.

Hiring live chat system offers you a great advantage of handling every customer call with equal attention. This is the right way to ensure personal attention for each and every client. In case customers need to make further query, they can call up the offshore customer support center. In turn it increases the customer base of the company, adding to profits to the business. The offshore services can also be a great way to cross-sell and up-sell products and services. Chat support allows customers to gain tailored information driving in more visitors.

Outsource Call Center Offers Customer Service

An offshore call center is designed to offer end-to-end customer service benefits that most organizations desire to gain. The outsource customer support centers take care of the processes placed between methodical and well-planned working schedule.

Outsource call center allows clients to put more focus on advancement of their crucial strategies, leaving behind the stress on the support center. Now a call center handles the day-to-day call flows efficiently for the benefit of the organizations.

The team of business-oriented and skilled representatives at a call center is well-versed with the technological innovations. They take full care of the minute points so as to free their clients from any kind of tension. They help in attaining increased profitability and best customer maintenance plans.

A whole range of comprehensive telemarketing services are also offered by the outsource customer service units. Their telemarketing campaigns involve a variety of exceptional services like product or goods survey, investigate surveys, promotion and all other essential arrangements.

With a wide range of technological expertise, outsource call centers involve trained personnel to ensure right consumer-help and technological skills. Use of skilled human and technical resource helps in removing different kinds of technological flaws.

In a call center set-up, the main job of the customer care professionals is to provide post-sales and pre-sales technological help. This is carried out to satisfy the customer base of the client at every step of interaction. So, do not miss the opportunity to take leverage when they outsource call center services in this competitive market.